MSIG Singapore has become the first general insurer in Singapore to publish a standalone claims transparency report, which covers payout volumes, processing speeds, and settlement ratios across motor, travel, work injury compensation and commercial lines.
The general insurer unveiled its inaugural Claims Report, the first of its kind in Singapore's general insurance industry, reflecting the insurer's commitment to greater transparency and supporting wider industry efforts to strengthen consumer trust and understanding of insurance.
The report discloses that the company paid out S$132.4m ($103.6m) in claims during 2025 at an overall settlement ratio of 94%, with its Motor and Work Injury Compensation portfolios recording settlement ratios of 99.9% and 99.5% respectively.
Additionally, 92% of fast-track claims were settled within three days, reflecting MSIG's focus on delivering prompt resolutions and peace of mind to customers.
Its Net Promoter Scores (NPS) for Personal Insurance Claims improved by 32% while Commercial Insurance Claims recorded 114% improvement. Customer advocacy was further reflected through a 107% increase in positive Google Reviews, with MSIG achieving a 4.5-star Google Review rating as at 31 December 2025.
A key highlight of the report is the transformation of MSIG's travel claims journey through a series of Kaizen-driven, customer-led improvements. By enhancing digital claims guidance with simplified submission steps and clearer document requirements, the turnaround time for travel claims has improved by 67%.
MSIG Singapore CEO Mack Eng said that claims are where trust is truly tested. “When customers experience a loss or disruption, they need an insurer that responds with certainty, empathy and speed. Our inaugural Claims Report reflects the outcomes of our continued efforts to make claims simpler to navigate and quicker to resolve,” he said.
Beyond numbers, MSIG’s Claims Report features real-life claims stories to illustrate the tangible impact of insurance in helping customers recover and move forward with confidence.